Helpline Training

1. Helpline Training

2. In This Training You Will Learn • Messaging Training • Why using the right words are important • CC4U Program & Information • What questions are asked & why • What does CC4U need to know • What types of services does CC4U provide • What substances do we deal with • Types of insurance • Data Entry Screens • Using the grasshopper phone application • Logging a call • Using the database • Viewing the helpline schedule

3. In The Event Of An Emergency CALL MOBILE CRISIS TEAM IMMEDIATELY FROM ANY AVAILABLE PHONE518-943-55558am -10pm / 7 days a week • Threating suicide • In immediate crisis or danger • Irrational / Extreme behavior • Someone has overdosed • Someone is unconscious • Medical emergency • Crime committed or in progress or someone in grave danger CALL 911 IMMEDIATELY FROM ANY AVAILABLE PHONEDO NOT USE GRASSHOPPER APP TO CALL 911!!!!

4. Messaging Training • Why the right words matter • Words can harm • Words can encourage / discourage • Your volunteer handbook has a list of terms and phrases to use and which ones to avoid

5. Messaging Training • Click the link below to watch a 12 minute video about messaging and choosing the right words • Clicking the link will open up a link to a YouTube video about messaging training. Messaging Training YouTube Video

6. CC4U Information Screening

7. What is Chatham Cares 4 U? • For decades, municipal police officers have been on the front lines of the war on drugs. Until now, they have been solely called upon to attempt to disrupt an ever-increasing supply chain. That meant police officers often found themselves arresting drug addicts as much, if not more so, than drug dealers and traffickers. In most cases, the addicts were only guilty of possessing an illegal, life-ruining substance and they faced arrest, prosecution and prison terms. In the meantime, heroin and opioid addiction has become a severe public health concern in the United States, destroying and often ending lives.In 2015, Gloucester, Massachusetts, Police Chief Leonard Campanello developed a revolutionary new way to fight the war on drugs by doing something about the demand, not just the supply. Under his plan, drug addicts who ask the police department for help will be immediately taken to a hospital and placed in a recovery program.No arrest. No jail.P.A.A.R.I. is a nonprofit organization whose mission is to support the Gloucester Police addiction initiatives, to aid other police departments to implement similar programs, and to foster a dialogue around the unique opportunity for police departments to take direct action against the disease of drug addiction in their communities. Working in conjunction with the medical community and science-based recovery programs, police departments can make a difference in their communities by saving lives from drug overdoses, reducing the number of drug addicts and opioid drug demand, thereby devaluing a seemingly endless drug supply.We also work to remove the stigma associated with drug addiction, turning the conversation toward the disease of addiction rather than the crime of addiction. We work directly with treatment centers to secure scholarships and fully-funded in-patient programs for addicts while working with police departments, pharmacies, and families to put nasal Narcan into as many hands as possible, recognizing that while it is not a panacea, Narcan can save the life of an overdose patient and give that person another opportunity to get into treatment and fight their disease.

8. What is Chatham Cares 4 U? (con’t) • Any person who enters the Chatham Police station to request help with their addiction to opiates shall be deemed “a participant,” and will be immediately screened into the Chatham Cares 4 U Outreach Initiative Program. If a participant entering the police station or safe place requesting help is in possession of drugs or drug paraphernalia (needles, etc.), the items will be seized and marked for destruction, but the participant will not be charged. Officers having contact with participants entering the Chatham Police or designated safe place will be professional, compassionate and understanding at all times. The attending Officer will immediately notify the Police Chief or his/her designee that a participant is requesting help with their addiction, pat down the participant for drugs or weapons, and then take the participant into a private room or designated area. • A police officer will then work with the participant to find a suitable treatment facility within a reasonable amount of time.

9. The Call Comes In…… “I Want To Get Into A Program For Help” • During the course of your call and through data entry on the database screens, CC4U will need you to collect the following information

10. Personal Information You MUST speak to the person who needs help if you are screening for the CC4U program. Not a relative or friend. It must be the person who CC4U will be working with that you do the interview with. • Who? • What are you using and how are you using it? • Where are you located? • When was the last time you used? • How much on average? • Why do you want help TODAY? • Answer as many of the questions as possible. The more questions you answer, the more information CC4U has to make a determination about course of treatment

11. Drugs CC4U can help people who are suffering the effects of the following substances • Alcohol • Withdraw from Alcohol CAN be a life threatening emergency • Heroin • Opiates • Suboxone • Cocaine • Very few treatment center options. Although possible, this may take a few days to get a proper arrangement set up.

12. Detox 2 kinds of detox • Natural • Medical • Detox usually lasts anywhere from 3 to 7 days • Most facilities require person to be in actual withdraw – last use 12 to 18 hours ago but not greater than 48 hours when they come to CC4U • Detox from alcohol is a medically necessary treatment

13. Rehab 3 kinds of rehab • Short-Term • Up to 14 days • Long-Term • Usually 28 days or longer • Outpatient • Visit a clinic or outpatient facility for treatment and meetings

14. Insurance • Private • Hardest insurance to work with to get approval and get someone into treatment • Medicare • Medicaid • Fidelis • CDPHP • Straight • No Insurance • CC4U will work to get the person insurance. Best case scenario because almost certain to get in treatment but will take time to get insurance set up.

15. Responsibility • Full responsibility for this program lies with the Chatham Police Department • An officer of the PD has full control over what level CPR participates at • Respect the officers decisions and actions even if you don’t agree with them • The officer may have access to information that you do not have access to and they may or may not be able to share that information with you. • Chatham Police will check all persons for warrants. Just because you have a warrant doesn’t mean you are going to jail. CC4U many times is able to take people into custody for a warrant but have the arraigning judge make a determination not to arrest until after treatment. THIS IS NOT YOUR CALL • Treat all officers with respect and dignity while using the ranks and titles they have earned (i.e Chief Volkmann, Lt. Alessi, Sargeant XXXXXX, Officer XXXXX)

16. Helpline Phoneline & Communication App

17. Name of the app is - Grasshopper • Runs the helpline phone system • On your mobile device (cell phone and/or tablet) • Use to receive calls (Will show as recovery helpline 877-467-3365) (add this number to your mobile device contacts • Use to make calls so you can avoid giving caller your personal number • Use to text with CC4U program. Lt. Alessi or Chief Volkmann will respond to you through this app. • Sign in and have it close at hand your entire shift • Sign out and close at end of shift • Using the app for calling and texting means you DO NOT share your personal information with any caller.

18. Grasshopper App • Main Screen after creating youraccount • Make sure your sync & notificationsettings screen looks like this

19. Grasshopper App • You are ALWAYS working with Extension 0 – Recovery Helpline & CC4U. • NEVER change any other extension unless asked to do so by the coordinator. • You will access the screens to change information by using the “Settings” gear at the bottom right of the screen.

20. Grasshopper App • You will ALWAYS change the top line only to be the number of the person who is taking over the helpline at the end of your shift. • NEVER change any of the lines below the top line. • If you accidentally delete the top line instead of changing the top line, notify the coordinator ASAP. Deleting it effects other settings that the coordinator will need to change back.

21. Grasshopper App • Call forwarding screen • The phone number for the personon shift after you goes in this box and you will • Click SAVE!

22. Grasshopper App • Call forwarding screen • The phone number for the personon shift after you goes in this box and you will • Click SAVE!

23. Helpline Portal & Database

24. Helpline Portal and Database • Access to many different screens of the program • Call logging is done here • Looking up information and resources to provide to callers is done here • ALL calls are to be logged using menu option 1 • If caller requests help from CC4U program, then other menu options are chosen. • Important reach numbers and contact information appear on the main page.

25. Portal (Main Page) For Call Logging • Page is password protected.

26. Portal (Main Page) For Call Logging • Main page for logging and navigation of call screens

27. Portal (Main Page) For Call Logging • #1 on menu – log contact with caller – used for ALL calls

28. Logging a general call • #1 on menu – Call log details. Name of caller, purpose of call and information provided to caller.

29. Logging a general call • #1 on menu – Call log details. Name of caller, purpose of call and information provided to caller.

30. Logging a Pre-screen CC4U call • #2 on menu – Pre-screen someone asking for help from the Chatham Cares 4 U Program. Log as much data and submit to Chatham Police Dept.

31. Logging a Pre-screen CC4U call • #2 on menu – Pre-screen someone asking for help from the Chatham Cares 4 U Program. Fill in as much information as possible. It helps Chatham PD to determine best course of action. Items with * are required to be filled in.

32. Logging a CC4U Participant Full Intake • #3 on menu – Enter someone into CC4U program after CPD has given the ok for them to come in. Fill in as much info as possible. It helps Chatham PD to determine best course of action. Items with * are required to be filled in.

33. Logging a CC4U Participant Full Intake • #3 on menu – Enter someone into CC4U program after CPD has given the ok for them to come in. Fill in as much info as possible. It helps Chatham PD to determine best course of action. Items with * are required to be filled in.

34. Finding Resources to provide to caller • Detailed database of information sorted by topic and/or by county. Access to many different resources. Familiarize yourself with what’s in the list.

35. Emailing Resources to caller • Information can be given verbally or emailed to the caller.

36. Volunteer Scheduling

37. Name of the app is – When I Work • Accessible via mobile or on a computer. Download the app from Apple App Store or Google Play Store • Runs schedule, days off request, vacation request and all availability • Schedules updated when someone cancels for a shift or availability changes • Ability to chat with co-workers about a participant or keep them informed about an ongoing case so they are aware of it for their shift • You will be notified to accept shifts that are assigned to you • You will be notified if shifts become available • Initially, you must program YOUR availability into the app or you might be schedule for days you don’t want to work if the coordinator can’t see your availability in the schedule.

38. Scheduling – view on mobile app • View current schedule using the “scheduler” icon

39. Workchat – view on mobile app • Ability to chat with co-workers or coordinator in “real-time” messaging. Not for chatting with Chatham Cares 4 U program. That is done through your grasshopper app.

40. Toolbox Profile – view on mobile app • Where you’ll set up your profile, your availability and numerous other preferences available in the app

41. Availability Profile – view on mobile app • Where you’ll set up and view your availability to be scheduled for a shift by the coordinator. VERY VERY important that you set your correct availability either by using the mobile app or on a computer at www.wheniwork.com

42. Full Schedule – view on computer • Full listing of all of the shifts schedule sorted by employee

43. Finding Volunteer Phone # for Changing Grasshopper Setup For Next Shift • You’ll go into the WhenIWork app to find out who is taking over the helpline at the end of your shift • Once you know who, you will use the app to find the phone number for that person so you can change it in the grasshopper app.

44. Finding Volunteer Phone # for Changing Grasshopper Setup For Next Shift • Touch the arrow next to the volunteers name • Then touch the arrow at the end of the volunteers name on the WHO line

45. Finding Volunteer Phone # for Changing Grasshopper Setup For Next Shift • View the volunteer’s contact phone number and input that into the Grasshopper app to forward the line to this person.

46. You are an important part of our team, helping people when they are looking for information, resources and referrals. • Provide hope! • Provide information, resources and referrals • Reach out to the coordinator if you have problems, questions or concerns • Some days are quiet, some days will be busy. Even on quiet days, take pride in knowing that you are there should the call for help come in. • Everybody’s path to recovery is different and every one has the ability to decide on their own, when that time is right. We’ve been there and we’ll be there when they decide NOW is their time to seek recovery. • Thank you for everything you do. We couldn’t do this without you.